Cox Cleveland Lineup change issues

natedog · 11-29-2010, 05:14 PM

Has anyone else had this issue?
Ever since Cox changed their HD channel line up at the beginning of november my Premiere with a CableCard (M) has not updated the feed.
I receive the HD channels on the old 700's instead of the new 1000's but the tivo guide information is correct meaning that it has information for the 1000 channels and not the 700's. It also changed all of my season passes to the 1000 channels (even though it is just a blank screen).
I have called both Cox and Tivo several times. Both say it is the other's fault and Cox is even issueing a blanket statement that says they are unable to roll a tech out to look at the issue because there is nothing they can do.

I have missed 2 weeks of recording because of this and neither side is doing much about this.

Anyone have any suggestion?

johntella · 11-29-2010, 07:23 PM

I have the same problem on my Series 3 and HD boxes. I have a support inquiry in process with TiVo right now. Cox visited and said it's a TiVo problem.

welestgw · 11-30-2010, 06:44 AM

Same issue here. From what I got from Cox is that they pulled doing their update to switch the HD channels from 700s to 1000s, not sure if they contacted Tivo with enough time. I have a support entry as well for it, hopefully it gets addressed in the next couple days.

From what I gather is Cox is spending more time supporting their new DVR service and didn't want to add another layer of support complexity, though they caused more issues by bailing last minute.

CharlieC · 11-30-2010, 07:49 AM

I've got the same issue. Had Cox out - said it's a TIVO issue. I logged my first log with TIVO on 11/22. At first they told me it's a cable card issue - "replace your cable card". I responded by telling him I've got 4 TIVO boxes and all are doing the same thing - you're telling me all 4 cable cards went bad? He said "I guess you're right". He escalated the call and said it would take 3-5 business days to resolve.

I called back last night. I'm not sure TIVO's support person even read the notes from the previous ticket. I asked him what was done in the past week while "escalating the call". He said they fixed the problem 2-3 days ago and he guarantees that by re-doing the Guided Setup, it would fix the problem. I started the Guided Setup while he was on the phone but he was in a hurry to hang up he ended the call - but first told me to participate in the survey after the call. Funny thing was - there was no survey.

Well I did the Guided Setup again on all 4 boxes - and none of them work correctly - problem not fixed. I am calling back again today and asking for a supervisor.

raaze07 · 11-30-2010, 10:24 AM

Quote:

Originally Posted by welestgw

Same issue here. From what I got from Cox is that they pulled doing their update to switch the HD channels from 700s to 1000s, not sure if they contacted Tivo with enough time. I have a support entry as well for it, hopefully it gets addressed in the next couple days.

From what I gather is Cox is spending more time supporting their new DVR service and didn't want to add another layer of support complexity, though they caused more issues by bailing last minute.

Cox did update their HD service from the 700's to the 1000's, but only for their set top boxes. They told me that the change was never meant to work for TiVo's or other TV's because they "don't know if the other units can handle 4 digit channels". He went on to say that someone at TiVo jumped the gun and made the change without getting the green light from TiVo.

I too called TiVo last week and lodged a complaint on 11/22, and I was also told 3-5 days. As of this AM still no channel guide info on the 700's and it's still showing up for the 1000's.

It's crap that TiVo hasn't fixed this already - oh, forgot to mention that I thought I had a bad M-card so I had Cox come out and replace it (which they were cool enough not to charge me for).

CharlieC · 11-30-2010, 01:19 PM

Talked to TIVO again - twice. First time CSR told me it is a cable card issue. When I pressed her as to why she thinks the cable cards are bad she said "because that's how your TIVO box gets the signal from you cable company"??? I told her I have 4 TIVO boxes with 5 different cable cards and it's difficult for me to believe that they all went bad at the same time - and can still get the other digital channels - just the HD channel lineup is bad. She said "trust me, it's a cable card issue." She then tried a 3 way call with Cox - when connected to Cox she put me on hold, then after about 5 minutes the phone went dead.

I called back and got a different CSR. I explained the situation - again (can't these people read the notes?). He said it's not a cable card issue, it's a channel lineup issue. He said they will get right on it and it should only take 7-10 working days to get resolved.

He then tried to sell me another Premier box. He was taken aback when I told him if they can't get the problem fixed I'll be dropping all service. Why would I buy another door stop? After a few seconds of silence on his end he thanked me and ended the call.

So no progress today.

raaze07 · 11-30-2010, 07:20 PM

Currently on the phone with my second TiVo tech support person of the day. First guy (Mike) said to go thru the guided set up again, which I did, and guess what? Still no guide info on the 700 series.

So I called back and got another tech (Matthew) who is also insisting that this is a Cox issue. I told him it seemed pretty simple to me - you guys jumped the gun and changed the channel guides to the 1000's, Cox didn't change their programming for TiVo owners, so change it back. He said they only relay the programming info that they get from a third party, who gets it from Cox. I told him this is getting tedious, Cox says it's TiVo's fault, and TiVo says it's Cox' fault. We don't care who's fault it is, we want it fixed - now!

Then he said he thought it was already fixed and left me on hold why he investigated the "fix". I was on hold for 10 minutes when he finally came back to tell me that they had identified two fixes, we could have Cox hit (ping) the M-card to re-establish the connection or have Cox come out and physically replace the M-card for a new one. I told him that my M-card had already been replaced by Cox and had recorded hits and was deemed working by Cox, and I wasn't about to have them come out again.

So we're still at a standstill. I encouraged him to have his supervisor check TiVo Community and read this thread, as I wasn't the only dissatisfied customer. He assured me that they regularly go to this forum and read the posts.

What a waste of time...I also told him that we (the customer) are caught in the middle of this pi$$ing contest with Cox with absolutely no recourse. Bravo TiVo!

vak27 · 12-01-2010, 02:16 AM

I have the same problem and have been calling TiVo and Cox almost daily. What appears to have really happened is that Cox submitted the lineup change, TiVo changed the lineup, but Cox never changed the channel mapping on the Cable Cards. I spoke to a Cox representative yesterday who finally admitted, "I guess you could say it's more our fault than TiVo's". As for a resolution, he basically said keep checking the guide until it tells me there's an update. Cox is just dragging their feet because it's not their DVR boxes. I am wondering if this is even going to get resolved before the year is out.

spartan300 · 12-01-2010, 10:54 AM

This is all about money.
Cox wants us to stop using Tivos and Tivos doesnt want to work with Cox to resolve the issue but doesnt want to look like the ones who screwed up. So when a customer has a legit complaint and reason for a re-imbursement of services never rendered, they can say "it's not on our end so we are unable to credit your account".
That is an exact quote from a Tivo CSR supervisor who only came to the phone after I got irate and was practically screaming at the regular rep that I had called 4 times about this issue already and was tired of getting nothing but finger pointing and scripted resolutions that did not work.

Unbelievable. If I had not paid upfront I would throw my brand new premiere out the door. Tivo had a good idea and the right direction but man did they screw it up royally by not working with the CableCard companies and Cable providers to make it all work as seemless as possible.

raaze07 · 12-01-2010, 07:29 PM

Don't know who to thank, but we have our channel guide info back, finally, after 11 long days without. I suspect the forum comments had something to do with it, but quite frankly I don't care what made them act, I'm just glad they did.

johntella · 12-01-2010, 10:18 PM

Not fixed on mine yet.

Appears to be two or maybe three different possibilities based on above:
A. Cox didn't go ahead and move the channels but TiVo went ahead and moved the programming info as if they did.
or
B. Cox did move the channels but somehow the TiVo doesn't recognize or receive them, possibly due to the cable cards.
or
C. Cox did move the channels but not for cable card based tuners and TiVo moved the program info anyway.

Latest update to my TiVo support request reads in part:
"Thank you for contacting TiVo Customer Support. With that updated information we were able to get a report to our Lineup team. They are reporting that we should have a fix in place by 12/3 and you should see it no later than 12/4."

We shall see what that means.

finnwtf · 12-02-2010, 04:24 PM

I had the same issues as the rest of you. Talked to Cox and TIVO and the pretty much blamed each other. Seemed to me to be more a Cox issue, I would think the cable cards would be able to receive channels in the 1000's.

I just checked now and the old channel lineup is back with the HD channels in the 700's. So this is fixed for the time being. I wonder if Cox plans on allowing TIVO users to eventually use the new channel lineup.

I was about a week away from calling AT&T and switching to UVERSE because I refuse to use the POS DVR they(Cox) currently have.

I did talk to the billing dept. and got them to take some money off my bill, was only $14.00 but at least they didn't tell me to jump off a (480)bridge.

natedog · 12-02-2010, 04:45 PM

I am glad its fixed (for now) but what happes when cox decides to stop broadcasting on the 700s. Right now I am pretty confident that in 2-3 weeks we are just going to have the same issue in the oppisite fashion.
Anyone remember when Tivo was the greatest thing to happen to TV since cable?? It sure doesn't seem that way anymore.

CharlieC · 12-03-2010, 05:48 AM

My HD channels are now back - but on 3 of my TIVO boxes, I'm in continuous firmware upgrade loops. Within minutes of completion of a firmware upgrade, another one starts. And it's happening on all my TIVOs with multi-stream cable cards. Hasn't happened (yet) on single stream.

Anyone else having this problem?

raaze07 · 12-03-2010, 10:39 AM

I've got a Multi-Stream card in my Premier and once they finally re-mapped the channels it's all good, no issues.

whitecollar · 12-04-2010, 03:44 PM

Mine are fixed also. But what's strange is all those times on the phone with TIVO and with COX nobody seemed to have heard of the issue. And I knew i wasn't the only one calling in.